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IT Service Management (ITSM)

Course Summary

This course is designed for IT professionals aiming to enhance their service management skills and is particularly useful for those organizations going through a digital transformation. It focuses on widely accepted best practice guidelines and equips students with the knowledge to improve service delivery.

Purpose
Equip IT professionals with the understanding of and best practices for enhancing service management in order to support organizational digital transformation.
Audience
Those involved in IT service delivery and management
Role
IT executives, IT architects, IT managers, IT administrators, and service delivery professionals
Skill level
Intermediate
Style
Lecture | Group Discussions
Duration
3 days
Related technologies
ITSM | ITIL® 4 | COBIT | ISO/IEC 20000

 

Course objectives
  • Explain the key concepts and terminology of ITSM
  • Compare and discuss the various ITSM frameworks
  • Describe service operations and responsibilities
  • Employ key performance indicators and metrics
  • Identify and employ ITSM best practices

What you'll learn:

In this IT Service Management (ITSM) course, you'll learn:
  • Introduction to IT Service Management (ITSM)
    • Fundamentals of ITSM
    • Definition and importance of IT Service Management
    • Key Concepts and Terminology
      • Service lifecycle
      • Service strategy
      • Service design
      • Service transition
      • Service operation
      • Continual service improvement
    • What are ITSM frameworks?
  • Service Strategy
    • Understanding customer needs and business outcomes
    • Developing service strategy and value creation
  • Service Design
    • Designing IT services that meet business requirements
    • Service catalog management
    • Capacity management
    • Availability management
  • Introduction to ITSM Frameworks
    • ITIL®
      • Overview
      • Key focus areas
      • Benefits
    • COBIT
      • Overview
      • Key focus areas
      • Benefits
    • ISO/IEC 20000
      • Overview
      • Key focus areas
      • Benefits
  • Service Transition
    • Change management
    • Release and deployment management
    • Service asset and configuration management
    • Ensuring smooth transition from development to operation
  • Knowledge Management
    • Capturing, sharing, and utilizing knowledge within the organization
  • Service Operation
    • Incident management
    • Problem management
    • Event management
    • Service desk functions and responsibilities
  • Operational Tools and Technologies
    • Overview of ITSM tools (e.g., ServiceNow, BMC Remedy)
    • Benefits and Use Cases for ITSM tools
  • Continual Service Improvement (CSI)
    • Introduction to CSI and its importance in ITSM
    • CSI models and techniques
  • Metrics and Measurement
    • Key performance indicators (KPIs) and metrics
    • Measuring service quality
    • Measuring performance
  • ITSM Best Practices
    • Managing information security, stakeholder relationships, suppliers, and IT assets
    • Monitoring events, controlling releases, managing configurations, and deploying services
    • Continuously improving, managing changes and incidents, and preventing recurring incidents
    • Handling user requests, providing a service desk, and ensuring service levels
    • Overcoming common challenges in ITSM adoption

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